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SM Forum: Service automation and CI – adding value with AI and machine learning

17 January, 2023, 10:00 am - 1:00 pm


Automation plays a huge role in service management, ensuring not only that services are delivered reliably and consistently but also that scarce technical skills can be deployed on more complex tasks.

But getting the balance right is not easy. Just when should services be automated, and how can we ensure that the investment in automation is focused on the right processes and practices, delivering real value and continuous improvement?

This online SM Forum, featuring subject experts from BT, Forrester, Micro Focus and i3Works, considers the key elements of planning for service automation. The event addresses:

  • What should we automate and where do we start?
  • How do we balance cost against deliverable benefit in service automation?
  • How can we make sure that our automation strategy focuses on continual improvement rather than simply cost cutting?
  • What role do AI and machine learning play in delivering real value to the organisation?
  • What are the latest developments in automation?
  • What does a zero touch service environment look like?
  • How can we protect and nurture skills in the areas that naturally sit outside automation?


Our distinguished line-up of speakers and panellists from across the industry includes:

  • 10.00  Introduction and admin, itSMF UK
  • 10.05   Delivering value and CI with service automation, Vawns Murphy, i3Works
  • 10.35    New trends in automation and AI, Duncan Watkins, Forrester Research
  • 11.05   Break/questions
  • 11.30   AI in the enterprise, practical experience, Clare Stout, BT
  • 12.00   What and where to automate: practical steps in service automation, AI and ML, Dean Clayton, Micro Focus
  • 12.30   Panel discussion with speakers plus Suzanne Galletly, EXIN: “Is automation delivering real value?”
  • 13:00   Close

Delivery Platform

This online event will be delivered using the Zoom platform – you can test your compatibility here.

How much does it cost?

Places are available to itSMF UK members and non-members for FREE.


This event is sponsored by

Graduate & Intern jobs | Graduate & Intern jobs at Micro Focus


17 January, 2023
10:00 am - 1:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website